Number of accounts per customer success manager

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High touch model
A high-touch strategy means lots of regular one-on-one meetings with a dedicated Customer Success Manager, with personalized guidance based on their needs. Meetings might include consulting on problem areas in the customer’s business, helping them customize features, and regularly checking in on their progress.

This high-touch model requires the most time and resources, so it's usually only appropriate for large-scale or high-value accounts where it makes sense to make such an investment. If you spend extra time helping the customers with the highest potential LTV, you'll be able to continue doing business with them for as long as possible. Although it should be noted that this portion is usually minimal, as it's usually not possible to provide such focused attention to every account.

Low-touch model
The low-touch engagement model falls somewhere between high-touch and tech-touch. Low-touch generally means fewer contacts, and minimal one-on-one guidance. An example of low-touch onboarding might be cayman islands telegram number database an educational webinar or online meetup where you answer questions from multiple customers at once — thereby leveraging your resources to handle multiple accounts simultaneously.

 

Accounts that fall into the low-touch category will be those with a lower LTV than the primary accounts that are targeted for high-touch engagement. However, low-touch is a hybrid of high-touch and technical engagement, so consulting sessions or other face-to-face engagements can still take place, but there will also be a mix of on-demand videos or helpful manuals to automatically drive integration.

Technical touch model
The tech-touch engagement style can be used to help lower LTV customers without taking up too many resources. Tech-touch refers to leveraging technology to conduct onboarding in a nearly automated way. You can prepare video tutorials, send a series of automated emails that explain each feature, and provide more expertise and inspiration through email newsletters or blogs.